1. Overview

• This TikTok Shop UK Aftersale Dispute Escalation Policy (hereafter referred to as "this Policy") outlines the dispute resolution process that TikTok Shop follows when a Customer requests an Aftersale Dispute with a Seller to TikTok Shop for adjudication.
• This Policy applies to Sellers only.
• All references to TikTok Shop in this Policy are a reference to TikTok Shop UK.
• This Policy supplements the TikTok Shop UK Customer Order Shipping Policy and the TikTok Shop UK Order Cancellation, Return and Refund Policy.
• This Policy is not exhaustive, and TikTok Shop Sellers are solely responsible for ensuring that they do not engage in any practice that is prohibited under this Policy, and that they comply with applicable laws and regulations, and all TikTok Shop UK Policies, the TikTok Shop UK Seller Terms of Service, the TikTok Shop UK Seller Terms of Sale, the TikTok Shop UK Terms of Use, the TikTok Terms of Service, and the TikTok Community Guidelines.
• This Policy is intended to complement, not to replace or restrict, the legal rights and remedies available to TikTok Shop Customers and Sellers under applicable laws and regulations. Sellers and Customers are entitled at any time to seek other remedies available to them under applicable laws and regulations to resolve their disputes without TikTok Shop's involvement.
• Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices, or any Aftersale Dispute they may have with their customers.
• Our TikTok Shop UK Policies are updated periodically. We will generally notify you in advance of any changes to this Policy. Please see the TikTok Shop UK Seller Terms of Service for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our Policy.
• TikTok Shop reserves the right to take enforcement action as set out in the TikTok Shop UK Seller Performance Evaluation Policy and TikTok Shop UK Seller Terms of Service against Sellers who breach this Policy. Sellers have the right to appeal in accordance with the TikTok Shop UK Seller Performance Evaluation Policy and TikTok Shop UK Seller Terms of Service. TikTok Shop will then investigate the case and take corrective action where applicable.

2. Definitions

• Adjudication Request refers to a request by a Customer to TikTok Shop to adjudicate an Aftersale Dispute.
• Aftersale Dispute refers to a dispute that arises between a Customer and a Seller following the status update of the Customer's TikTok Shop order being changed to "delivered".
• Customer refers to an individual who has purchased a product from a Seller on TikTok Shop.
• Seller refers to a third-party trader on TikTok Shop.

3. Adjudication Criteria

• TikTok Shop will only adjudicate an Aftersale Dispute between a Seller and a Customer if:
  • The Customer submits an Adjudication Request within 30 calendar days of the status of the relevant order being updated to "Delivered"; and
  • One of the following issues is in dispute:
    • The product that the Customer ordered was not delivered to them;
    • The order that the Customer received was damaged, defective, or was not consistent with the product listing; or
    • The Customer did not receive the expected refund for their return, even though their return was valid and compliant with the TikTok Shop UK Order Cancellation, Return and Refund Policy.

4. Dispute Resolution Process

• TikTok Shop will act as a neutral, third-party adjudicator in the Aftersale Dispute that follows after an Adjudication Request.
• If the Aftersales Dispute fulfils the Adjudication Criteria contained in section 3 of this Policy, TikTok Shop will follow the dispute resolution process in this section and will notify the Seller.

4.1 Submitting Supporting Documentation

• TikTok Shop's dispute resolution submission process is as follows:
  • Both the Customer and Seller must submit relevant documentation supporting or contradicting the issue raised in the Aftersales Dispute to TikTok Shop;
  • If requested by TikTok Shop, Sellers must submit any documentation supporting their standpoint within 48 hours after receiving TikTok Shop's request;
  • All documentation submitted to TikTok Shop must be authentic, complete, and accurate. The submitted documentation must be relevant to the Aftersales Dispute;
  • TikTok Shop will review any documentation submitted by the Customer and the Seller;
  • If TikTok Shop determines that it requires additional information or documentation to adjudicate the Aftersales Dispute, we will request it from the Customer, the Seller, or both the Customer and the Seller; and
  • TikTok Shop will review all documentation submitted. Where applicable, TikTok Shop can also review relevant third-party information. TikTok Shop will issue a decision to both the Customer and Seller after its review.

4.2 Dispute Cancellation

• If Customers and Sellers are able to reach a mutual agreement in any Aftersale Dispute, either party may cancel the Aftersale Dispute request by informing TikTok Shop and providing evidence of the mutual agreement.
• If an Aftersale Dispute is withdrawn by the Customer, the Customer can initiate a new Adjudication Request within 10 calendar days of Aftersale Dispute being withdrawn.
• TikTok Shop will cancel its adjudication of an Aftersale Dispute if TikTok Shop has knowledge of:
  • The Customer and Seller mutually agreeing to resolve the dispute between themselves; or
  • TikTok Shop is informed that the customer or the seller have started a judicial process via the courts, a regulatory body, external mediation, or any other dispute resolution process.

4.3 Aftersale Dispute Decision

• TikTok Shop aims to deliver its decision on an Aftersale Dispute to both the Seller and Customer within 72 hours of receiving all requested documentation from each party.
• TikTok Shop's assessment of and decision in relation to any Aftersale Dispute will be based on relevant data in its possession (such as order details), relevant third-party information and the documentation submitted by both the Customer and the Seller.
• TikTok Shop will take reasonable steps to inform the Seller and Customer if it requires additional time to review the submitted documentation.
• TikTok Shop's decision on the Aftersales Dispute can have the following outcomes:
  • If the submitted materials support the Customer's Aftersale Dispute claims, TikTok Shop will decide in favour of the Customer; or
  • If the submitted materials support the Seller's position, TikTok Shop will decide in favour of the Seller and reject the Customer's Aftersale Dispute claim.
• Once a decision is made by TikTok Shop, it will notify the Customer and Seller simultaneously. Sellers can check the decision details through the Seller Center. The Seller should take the actions indicated in the decision, if any.
• To the fullest extent permitted by law, TikTok Shop will not be liable for any losses (whether direct or indirect) that a Seller may endure as a result of any Aftersale Dispute decision.

4.4 Challenging the Aftersale Dispute Decision

• If the Customer is not satisfied with the Aftersale Dispute decision, they can raise another Adjudication Request with TikTok Shop. A Customer may submit up to 2 dispute Adjudication Requests per product listing in one transaction.
• If the Seller is unsatisfied with the Aftersale Dispute decision, they can contact support via the Seller Center to challenge the Aftersale Dispute decision. The request must be raised within 10 calendar days after being notified of the Aftersale Dispute decision.

4.5 Post Dispute Actions

• If TikTok Shop decides the Aftersale Dispute in favour of the Customer, the Seller must take all necessary actions as indicated in the decision after being notified of TikTok Shop's decision or, within 48 hours after the decision becomes final and a challenge can no longer be filed by the Seller.
• Examples of actions that a Seller may be required to take following an Aftersale Dispute include:
  • Refund or replacement of products;
  • Sending any missing products; or
  • Any other reasonable remedy determined by TikTok Shop and included in the final decision communicated to the Seller.
• If any shipping fees are involved, the Seller must bear the shipping fee.
• If a Seller fails to take the necessary steps in line with the actions as indicated in the decision, the payment service provider of the Seller will automatically deduct the payments from the Seller that are necessary to cover the Seller's obligation to customer.

5. Privacy

• For more information about how TikTok Shop processes and shares your information, including for the purposes of enforcing this Policy, please see the TikTok Partner Privacy Policy.